Smart home app

[loopyc]

My Smart Home app logged me out today after it wouldn’t refresh my camera stream. When I attempted to log back in, it gave my the message ‘Your email or password doesn’t match our records’

I verified my sign-in credentials were correct, but over and over…same message.

I finally reset password, which required me logging into my account via internet browser (Safari), and everything went fine. I then returned to Smart Home app, and using same info I just used to log-in into from browser (all email/password fields were already blank), I got SAME MESSAGE.

I then deleted/updated ‘Smart Home app, and over and over, same message though at ANY TIME I can log into my account using the web page via browser.

Why is the app ONLY, not recognizing my log-in and thus view my camera? Nothing else has changed (I did no system upgrades, etc).

In your own archives, I see a similar issue from 2022 that seemed to indicate server problems, can you confirm/deny?

Otherwise, I have nothing else I can do, as I have reset my password several times and it continues to work when I log in from a browser or another computer…just the app is not recognizing password (I am typing it in by hand every time, and  there is no autofill being used or old credentials sitting in fields when I open app)

Thanks in advance

[loopyc]

And as a matter of fact, this message just required me to sign into my account and signed in fine.

[renojim]

Are you using both the Smart Home app and the Roku mobile app?  I recall having an issue when I tried to use one app signed into one Roku account and the other signed into a different account.

[loopyc]

Thank you for your reply.

No, have never had or used any other Roku-related app on my device (iPad Pro).

Still unable to sign in (now more than 24 hours after first having problem, which previously had NO issues while checking my feed many times daily.

Yesterday it suddenly decided not to show livefeed, got stuck ‘loading’, and since then won’t allow me to log-in while all other access via web browsers is normal.

Problem is, without camera access, system is now useless.

[loopyc]

btw, several times during the ‘reset password’ routine it gave me the option to sign-out of all devices, which I did.

I just checked on my Roku-enabled TV, which when I first got camera I had set-up a input for, and it is showing current live camera feed fine. But using TV to check door status is not convenient (especially if TV is off, as I have to turn-on, go to a a menu, and switch and choose a different input on TV, then choose the feed from the tv Roku app). I never use this TV option because of these inconveniences, but just thought I would verify camera/internet connections.

Anyway, all that to say…everything is working EXCEPT the Smart Home app log-in, VERY frustrating.

[RokuRiamie-D]

Hi @loopyc,

Thank you for posting in the Roku Community!

We understand that you are unable to log in with your Roku account on your Roku Smart Home app. We would be more than willing to assist you with this.

We recommend that you try the following:

• Uninstall the Roku Smart Home app and reinstall it again
• When logging back in after you reinstall the Roku Smart Home app, we suggest you try the following:

1. At the app's log-in screen, do not click "Sign in as" when the email address is already filled in.
2. Instead, click "Use a different Roku account" at the bottom.
3. Enter the email address (use the same email address).
4. Enter the account password and hit Sign in.

Please let us know if the issue persists, we would be more than willing to assist.

Regards,
Riamie

[loopyc]

Thank you for your reply.

Yes, I have deleted and re-installed already.

I also saw your advice elsewhere, problem is…that is not the options the opening screen offers?

[loopyc]

To be clear, above screenshot is the only screen I am ever presented, with the only option at bottom to create a NEW account. There is no such option such as you describe???

Are you referring to an Android version, I ONLY have/use Apple products. Maybe iPad app is different from iPhone screen and unique??

[loopyc]

And this is the screen I get EVERY TIME, no matter how many times I reset password and re-install app.

[loopyc]

And…this is me SUCCESSFULLY signing into my account with Safari browser immediately AFTER above ‘email/password doesn’t match our records’ message.

I obviously do have a valid account with a match in your records…just NOT when logging in via Smart Home app???